Aerospace and Defense, Analysis Skills, Aviation Industry, Avionics, Billing, Budgeting, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Support/Service, Detail Oriented, Develop and Maintain Customers, Documentation, ERP (Enterprise Resource Planning), Equipment Maintenance/Repair, Establish Priorities, Leadership, Manufacturing, Metrics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Onboarding, Online Customer Support, Organizational Skills, Performance Management, Performance Reviews, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Process Improvement, Request for Proposals (RFP), Resource Management, Sales, Sales Management, Scorecarding, Strategic Planning, Team Building, Time Management, Track Customer Issues, Writing Skills
Inertial Aerospace, a HEICO company (NYSE: HEI), is hiring a full-time Customer Service Manager at our Highland Heights, OH facility. With decades of aviation industry experience, Inertial Aerospace is a recognized leader in inertial navigation and avionics equipment repair. Since joining HEICO in 2001, the company has continued to support the industry through innovation, service excellence, and operational reliability.
Job Description:
- Lead, coach, and develop the customer service team.
- Oversee and support daily quoting, order status, warranty support, invoicing, and customer communication.
- Follow up on past-due orders and provide timely status updates.
- Monitor workload, set priorities, and allocate resources as needed.
- Resolve escalated customer concerns, service issues, and complex requests.
- Coordinate with Production, Operations, Quality, and Sales to align customer commitments and business needs.
- Review quotes per company and customer requirements.
- Complete RFQs accurately and on time.
- Maintain customer pricing lists for quote accuracy and contract compliance.
- Support annual budget reviews and awareness activities.
- Track customer service metrics, trends, and corrective actions.
- Support customer scorecards and performance reviews.
- Drive improvements in responsiveness, accuracy, and customer satisfaction.
- Maintain ERP and customer records for documentation and audit readiness.
- Support customer portal activity and keep portal information current.
- Support hiring, onboarding, performance management, and training.
- Communicate customer issues, service risks, and improvement opportunities to leadership.
- Perform other duties and strategic initiatives as assigned.
Skills required:
- 3+ years of experience in customer service, account management, or a related role, with prior leadership experience.
- Strong leadership, coaching, and team development skills.
- Excellent written and verbal communication skills with professional customer-facing presence.
- Proficient in Microsoft Office, including Word, Excel, and Outlook.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
- Ability to build cross-functional partnerships and work effectively across departments.
- High attention to detail and commitment to service quality and accuracy.
- Experience with ERP systems and customer documentation processes preferred.
- Aviation, aerospace, manufacturing, or repair industry experience preferred.
- Demonstrated ability to lead through change and continuously improve team performance.
- Excellent attendance, professionalism, and a positive leadership attitude.
This is an excellent opportunity for a motivated professional who enjoys challenges, values continuous learning, and is seeking long-term growth within a successful organization. HEICO Corporation offers competitive compensation, a strong 401(k) program, and comprehensive benefits including medical, dental, life, and disability insurance.
Equal Opportunity Employer Minorities/Women/Protected Veterans/DisabledH
HEICO Corporation
HEICO Corporation is a successful and growing technology-driven aerospace, industrial, defense and electronics company. For more than 60 years, HEICO has thrived by providing customers with innovative and cost-saving products and services.
HEICO's products are found on large commercial aircraft, regional, business and military aircraft, as well as on a large variety of industrial turbines, targeting systems, missiles and electro-optical devices.
HEICO Corporation is a New York Stock Exchange listed company (NYSE: HEI and HEI.A) and has also been ranked as one of the 100 "World's Most Innovative Growth Companies", 100 "Best Small Companies" and 200 "Hot Shot Stocks" by Forbes over the past decade. With headquarters in Hollywood, Florida, and multiple locations around the world - HEICO provides over 1 million square feet of design, manufacturing, repair, overhaul, distribution, sales and support capabilities.
HEICO Corporation operates in two segments, the Flight Support group and the Electronic Technologies group. The Flight Support group designs, engineers, manufactures, repairs, distributes and overhauls FAA-approved parts that extend over the entire aircraft, from the engines all the way to hydraulic, pneumatic, electromechanical, avionic, structures, wheels and brakes and even interiors.
The Electronic Technologies group produces electrical and electro-optical systems and components serving niche segments of the aerospace, defense, communications, and computer industries. The Electronic Technologies group is a worldwide leader in the design, manufacture and sale of electrically and electro-optical engineered products used in the aerospace, defense, space, and electronics industries.
By combining state-of-the-art technologies, a team of highly skilled Team Members and an indisputable commitment to quality, both segments have constantly delivered invaluable solutions to customers over the years, helping to position them as leaders within their industries.